Manage a portfolio of Enterprise Premium Support clients.
Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed.
Responsible for overseeing the completion of the customer's scope of work.
Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively.
Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Manager (CSM) and/or Program Manager as needed.
Work closely with the Program Manager to continually enhance our enterprise support offerings through collaborative efforts.
Support Program Manager in completing operational tasks necessary for software and/or service deliveries.
Identify workflow inefficiencies or out-of-scope requests, and support the Program Manager in alignment among all stakeholders regarding the scope of Enterprise support.

Bachelor’s degree or higher in any field
Minimum of 2 years' experience in business-to-business client support, preferably within the SaaS industry.
Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency).
Strong analytical skills enabling effective problem-solving in business contexts.
Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally.
Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset.
Experience with large-scale enterprise implementations, understanding associated challenges and requirements.
Proficient in Boolean logic and data structuring methodologies.
Excellent written and verbal communication skills in Japanese and English.
Highly desired: Korean language proficiency.
Willingness to embrace the best of both worlds with our hybrid work schedule.

Enjoy 20 days of annual paid time off plus an additional day off on your birthday!
Monthly wellness allowance to support your commitment to a healthy lifestyle.
Comprehensive health insurance tailored for you, complete with an annual health check.
Employee assistance programs covering mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
Energetic work environment with a hybrid work style, providing the balance you need.
Benefit from our family leave program, which grows with your tenure at Meltwater.
Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Client Success Specialist – Enterprise

Key skills